8 The science of EI … Began in 1990 by Salovey & MayerEmotional intelligence is "the ability to monitor one's own and others' feelings and emotions, to discriminate among them, and to use this information to guide one's thinking and action".“Mayer, Salovey, Caruso’s approach sets the gold standard.”- Dr. Catherine Daus & Dr. Neal Ashkanasy

12 Emotions have meaning and importance1. Occurs due to a change in the environment2. Occurs automatically and quickly3. Changes attention and thought4. Certain physical feelings5. Motivates behaviorServes an adaptive function

17 But, there are individual and group differencesEmotional sensitivity:- Ability to pick up emotional signals- Varies from person to personSpecific causes of emotions:- Can vary from person to person and across groups

27 Use EmotionsWhich emotion would be most useful to have someone agree to help you with a difficult and time-consuming project?AngerSadnessHappiness

28 Your score:Which emotion would be most useful to have someone agree to help you with a difficult and time-consuming project?AngerSadnessHappiness

29 ? Understand Emotions 1. A client feels frustrated.2. Repeatedly asks you for information.3. He is getting annoyed.4. You ignore the request.5. The client will feel:DisgustAngerSadness?

30 Your score: 1. A client feels frustrated.2. Repeatedly asks you for information.3. He is getting annoyed.4. You ignore the request.5. The client will feel:DisgustAngerSadness

31 Manage EmotionsThe client keeps asking for more and more information about the same product. How effective would each of these actions be in addressing client concerns?Not At AllA LittleA LotAddress each of the issues in order of their importance.Find out what is making the client anxious.Demonstrate that the concerns are unfounded.

32 Your score:The client keeps asking for more and more information about the same product. How effective would each of these actions be in addressing client concerns?Not At AllA LittleA LotAddress each of the issues in order of their importance.Find out what is making the client anxious.Demonstrate that the concerns are unfounded.

36 Identify Emotions We often don't share feelings information.We may cover up how we feel in order to protect others.We say that everything is fine when it is not.We claim that we're not worried, when we are.However, such deception is easy to spot.We don't protect our clients or family in this way, but instead, we create an atmosphere of mistrust.

41 Use Emotions Use emotions to help you think in different waysMatch the right emotion to the task

42 Use Emotions Provide us with a clear focusWhat Negative Moods Do For ThinkingProvide us with a clear focusDetails examined more efficientlySearch for errors is enhancedWhat Positive Moods Do For ThinkingExpands our thinkingHelps generate new ideasEncourages us to consider possibilities

54 Relevance MacLean DamasioIronically, the feeling that something is real, true, and right comes not from the reasonable neocortex, but from evolutionary older, emotion centers of the limbic cortex.MacLeanFar from interfering with rationality, the absence of emotion and feeling can break down rationality and make wise decision making almost impossible.Damasio

55 Manage Emotions QuestionsPay attention to what your feelings are communicating to you?Stay open to unpleasant feelings?Get at the deeper meaning of client communications?

56 Manage Emotions Consider a few recent decisions.Have you ever made a decision where the logical arguments were strong, but you had a bad feeling about the situation?Have you made a good decision where you had a feel for the right thing, even though the numbers did not support the decision?

57 A blueprint for emotions…What emotions are you, and others, experiencing?11How are these emotions directing and impacting thinking?2IDENTIFY4MANAGE2USEUNDERSTANDHow do you manage your emotions and other’s emotions?What caused these emotions? How might these emotions change?433